In the world of CX, there are countless unsung heroes making remarkable strides. In part 2 of this edition, we shine a spotlight on Dr. Yaw Ofori-Adjei (Consultant Physician, Korle-Bu Teaching Hospital and CTO of Fairgreen Ghana Ltd). We had the pleasure of getting to know him a little better, and his stories may just inspire you to continue making a difference in your own way.
Meet Dr. Yaw Ofori-Adjei, an exceptional professional who has made a lasting impact on the customer experience in both the healthcare and information technology industries. His expertise spans two demanding disciplines, Information Technology, and Health, and he excels in both. He holds a fellowship from the West Africa College of Physicians and a Diploma in Therapeutics from Cardiff University’s Department of Clinical Pharmacology.
As a Consultant Physician at the Korle-Bu Teaching Hospital, Dr. Ofori-Adjei’s leadership of the Medical Intensive Care Unit has profoundly impacted the lives of many patients. Under his guidance, the unit has been operational for seven years and has provided exceptional care to those in need. He is dedicated to training future doctors and instilling in them a patient-centric approach to medicine.
In addition to his work in healthcare, Dr. Ofori-Adjei is the Co-founder of Fairgreen Ghana Limited, a highly successful indigenous IT firm. With his vision and innovation, Fairgreen Limited has been recognized as a leader in Africa for designing and deploying Dell Solutions by the CIO magazine. The company’s introduction of cutting-edge technologies and the construction of the largest Tier III data centers in Ghana have set new standards in the industry. Driven by a talented Ghanaian staff, Fairgreen Limited has extended its impact beyond Ghana, undertaking projects in countries like Lesotho, Sierra Leone, and Nigeria. He is a certified Project Management Professional and a Member of the Chartered Institute of IT (UK). He is also a certified Blockchain Expert.
Dr. Ofori-Adjei’s involvement as an IT consultant for the Electoral Commission of Ghana further exemplifies his ability to deliver exceptional customer experiences. His role in designing and implementing a new IT system for the 2020 General Elections, widely regarded as the best organized in the country’s history, showcases his commitment to excellence and client satisfaction.
Dr. Ofori-Adjei firmly believes that a fulfilling client experience is essential for service providers in both healthcare and information technology. His passion for service excellence is the driving force behind his dedication to both industries. He understands that the success of businesses relies on the satisfaction of their clients.
In summary, Dr. Yaw Ofori-Adjei’s unique blend of expertise in healthcare and information technology has allowed him to make a significant impact on the customer experience. His leadership, innovation, and commitment to service excellence have benefited patients, transformed IT practices, and elevated the quality of service in the industries he serves. His passion for ensuring client satisfaction makes him an invaluable asset to the CX community.
CXP Gh – Can you describe the journey to your current role?
Dr. Yaw Ofori-Adjei – I have been working at Fairgreen Limited since its inception. I am a co-owner and has been its Chief Technical Officer. This year marks twenty-five (25) years since we have been incorporated as a company. We have built a company that started in a small office measuring about 3 x 5 meters selling computers and IT accessories to one of international repute with significant footprints in Ghana and beyond. Our evolution during the period has changed our clientele profile from individuals, and small businesses to more corporate institutions. Despite that, we believe in guaranteeing the ever-improving end-user experience with every product and service we provide. Today my primary concern is ensuring that the person sitting behind the technologies we sell is satisfied.
CXP Gh – What is your personal mantra or statement?
Dr. Yaw Ofori-Adjei– Keep it simple and silly (KISS), Do the important things first, primum non-nocere.
CXP Gh – Can you share your leadership style and its impact on success?
Dr. Yaw Ofori-Adjei– I work in an industry where success is measured by KPIs such as system availability and end-user satisfaction. The IT space is ever evolving with new technologies being introduced rapidly. Being able to harness cutting-edge technologies to deliver intelligent solutions that impact positively on client’s bottom lines is essential. I provide an enabling environment that allows my staff to innovate, and freely express their thoughts but with guidance from senior management to ensure that the Company’s ethos is adhered to.
CXP Gh – What are your thoughts on the state of customer experience (CX) in Ghana?
Dr. Yaw Ofori-Adjei – I believe that over the past few years, a lot more people both consumers and service providers are beginning to appreciate the essence of CX. Clients are more aware of what a good CX is and are demanding more of it. On the other hand, service providers are beginning to appreciate more that a good CX strategy is important to their survival especially in these trying economic times.
CXP Gh – How do you determine the success of your CX strategies?
Dr. Yaw Ofori-Adjei – We measure two key performance indicators; Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS)
CXP Gh – How do you keep up with the latest CX trends and technology?
Dr. Yaw Ofori-Adjei – I subscribe to The Official CX Newsletter (Linkedin) and having casual conversations with my CX friends.
CXP Gh – What is your approach to solving problems in your role and prioritizing tasks and projects?
Dr. Yaw Ofori-Adjei – I have always adopted a commonsensical approach to solving problems. As I mentioned earlier, I like to keep it simple and silly. I am pragmatic in approach and employ a risk-mitigating strategy in all my projects. As much as I can I avoid unnecessary conflicts.
CXP Gh – How have you contributed to advancing CX in your current position?
Dr. Yaw Ofori-Adjei – Regular staff training and correcting CX errors when they occur. The feedback system being put in place will hopefully give us more information on how to improve our customers’ experience.
CXP Gh – Can you highlight any notable achievements in the CX space?
Dr. Yaw Ofori-Adjei – We had a contract to build a Tier III data centre for one of our public sector clients. Our project was going well. Well within the scope, cost, and timelines. Our client approached us with a new commissioning date that was four weeks earlier than has been anticipated. The earlier date had been occasioned as a result of a regulatory requirement that needed to be met. In making this request, the client per their admission knew that this was a “hail mary” request but still thought they should push as far as they could to see what we could deliver. Our team analyzed the change request and set out schedule compression techniques to meet the new deadline. We outlined the methods of execution and kept the client informed of our daily progress. The schedule compress techniques involved the hiring of additional workers, pulling other engineers off other projects, and working around the clock. This was done at no additional cost to the client. We were able to deliver the data centre, fully operational a day before the new deadline date and four weeks ahead of the original schedule. The client was highly impressed with our ability to deliver such a complex solution in record time and save them the embarrassment of not being able to meet their deadline for the commissioning of their new data centre.
CXP Gh – How do you collaborate with other departments to achieve CX goals?
Dr. Yaw Ofori-Adjei – The company has a management committee that allows us to have a 3600 view of our customers. With the main aim of ensuring customer satisfaction, all departments contribute to ensuring that we deliver on time, at the first ask, and with quality.
CXP Gh – What steps should one follow to pursue a career similar to yours?
Dr. Yaw Ofori-Adjei – I have a career in medicine and Information Technology. I enjoy both and I am not quite sure if there are steps to pursue to have a career in both except that you must have passion for both and must be willing to work hard. They are both time-consuming and demanding, requiring dedication and diligence. There are no shortcuts here.
CXP Gh – Do you have any advice for aspiring CX professionals?
Dr. Yaw Ofori-Adjei – They have to be aware of their surroundings and be in tune with the needs and peculiarities of their clients. Most importantly they need to work hard.